Experienced customer service representative with a diverse skill set in internal and external assistance and ensuring customer satisfaction. With over 11 years of field experience, I have successfully navigated various customer service roles, including fast food establishments and business-to-business interactions. Throughout my career, I consistently excel in delivering exceptional service across different industries.
Hi, I’m
Kayla Sanders
Durham,NC
Summary
Overview
5
years of professional experience
1
Certification
11
Customer service experience
Work History
Lindsey Weaver State Farm
Account Specialist
07.2024 - Current
Job overview
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Completed routine and complex account updates to resolve problems.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Answer questions about policies and coverages for interested parties.
- Wrote new insurance policies for home and auto
- Educate customers on the different State Farm products and discounts
- Navigate different CRM software such as ECRM and NECHO+
- Reason for leaving: Loss of afterschool childcare
PRIDE Athletics Cheerleading
Owner
11.2023 - Current
Job overview
- Coaching of all athletes for their current skill and training of higher level skills
- Graphic Design for marketing purposes: Website building/ management through WIX professional
- Use of CANVA for marketing for social media, flyers, and documentation
- Social media management of Facebook and Instagram
- Event planning for fundraisers and scouting of new athletes
- Ranging from 25-50 attendees
- Budget planning and all account payable processes including creation of invoices and processing payments
- Here are just a few examples but all operations are completed by me.
Durham Exchange Club Industries Inc (Non- Profit)
Customer Service Rep
04.2022 - 06.2024
Job overview
- Management of multiple long-term customer accounts and any new short-term customer accounts
- Conducting internal audits of all SOP's and customer processes
- Project Management from conception to completion
- Entry of orders and creation of relevant paperwork
- The main point of contact for customers and the production team
- Direct communication with production managers about the progress of projects
- Data entry and analysis through the use of Microsoft Excel
- Daily use of Microsoft Suites
- (Outlook, Excel, and Word)
- Reason for Leaving: Laid off due to structural reorganization of the company.
EPIC Cheer and Dance
Allstar Cheer Director
03.2020 - 05.2023
Job overview
- Create routines for all performances and competitions
- Training of kids, ages 5-18, on skills needed for their team/ Level
- Completion of on-boarding paperwork and assessments of new kids and their families
- Budget planning and designing of all new apparel
- Also required to research and find vendors to fit the budget
- Scheduling of competitions and events
- Event planning for fundraisers and scouting of new athletes
- Ranging from 75-100 attendees.
Orangetheory Growth Partners Call Center
Customer Service Rep
11.2021 - 03.2022
Job overview
- Use of CRM software to make daily contacts by call, text, and email and record the interactions
- Booking of clients for classes across multiple studios in different states
- Promotion of different offers and selling of class packages
- Conduct internal audits of customer profiles to keep them fresh and up to date
- Reason for Leaving: Laid off due to department closure.
LEI Home Enhancements
Assistant Marketing Manager
10.2020 - 07.2021
Job overview
- Door-to-door sales, covering 3-5 neighborhoods a day
- Push promotion and deals, attempting to set 1-2 appointments a day to sell windows and other home enhancements
- Work as a team to reach weekly goals
- Research of neighborhoods in a given radius for surveying
- Promoted within 6 months of entering the company
- Data entry of our appointments, presentations, and working areas
- Reason for Leaving: Safety Concerns
Education
East Carolina UniversityGreenville, NC
BS in Accounting from Financial Accounting
University Overview
Wake Tech Community CollegeRaleigh, NC
Associate in Science from Biological Science
06.2022
University Overview
Skills
- Project Planning and Management
- Data Entry and Analysis
- Internal Auditing
- Customer Service
- Excellent Communication Skills
- Document Creation
- Teaching/ Training
- Budget Planning
- Creative
- Detail Oriented
- Very Organized
- Money Handling
- Microsoft Office Suite (Proficient in Excel, Word, PowerPoint, and Outlook)
- Team Leadership
- Event Planning
- Social Media Management
- Graphic Design (Primarily in Canva)
- Clerical duties
Certification
Property and Casualty Insurance license
Timeline
Account Specialist
Lindsey Weaver State Farm
07.2024 - Current
Owner
PRIDE Athletics Cheerleading
11.2023 - Current
Customer Service Rep
Durham Exchange Club Industries Inc (Non- Profit)
04.2022 - 06.2024
Customer Service Rep
Orangetheory Growth Partners Call Center
11.2021 - 03.2022
Assistant Marketing Manager
LEI Home Enhancements
10.2020 - 07.2021
Allstar Cheer Director
EPIC Cheer and Dance
03.2020 - 05.2023
East Carolina University
BS in Accounting from Financial Accounting
Wake Tech Community College
Associate in Science from Biological Science
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